Hospitality
Room nights, F&B, and event revenue. Operations governed by yield management, OTA channels, and metrics like RevPAR and ADR.
Business Model
Transactional — per-night room revenue plus ancillary (F&B, spa, events)
Revenue Cycle
Discovery → Booking → Pre-arrival → Stay → Post-stay → Re-engagement
RevOps Focus
Channel mix optimisation, group sales pipeline management, ancillary revenue automation
Key Metrics
What this industry measures
Churn Rate
The percentage of customers or revenue lost in a given period due to cancellations, non-renewals, or downgrades — the core measure of customer retention failure.
What it shows
Churn rate shows how fast the business is leaking its customer base. Even moderate churn compounds dramatically — a 2% monthly churn rate means roughly 22% of the customer base disappears every year, requiring constant replacement just to stay flat.
Formula
Customer Churn Rate = Customers Lost in Period ÷ Customers at Start of Period × 100. Revenue Churn Rate = MRR Lost (ex expansion) ÷ Beginning MRR × 100.
LTV
Customer Lifetime Value (CLV) — the predicted total revenue a customer generates over the entire duration of their relationship with the business.
What it shows
LTV shows how much a customer is ultimately worth and, when compared to CAC (LTV:CAC ratio), reveals whether the business model is economically viable — a ratio below 3:1 typically signals unit economics that need improvement before scaling.
Formula
LTV = Average Revenue per Customer ÷ Churn Rate. For subscription: LTV = ARPU × Gross Margin % ÷ Monthly Churn Rate.
CAC
Customer Acquisition Cost — the total sales and marketing spend required to acquire one new customer, including headcount, tools, programmes, and all associated overhead.
What it shows
CAC shows how efficiently the business converts sales and marketing investment into new customers. Rising CAC without corresponding LTV growth signals the business is becoming less efficient at growth — a key investor concern at scale.
Formula
CAC = Total Sales & Marketing Spend in Period ÷ Number of New Customers Acquired in Period. Blended CAC includes all S&M spend; segmented CAC can be calculated by channel, segment, or market motion.
Pipeline Coverage
The ratio of total open pipeline value to the revenue target for a given period — measuring whether enough pipeline exists to achieve the quota.
What it shows
Pipeline coverage shows whether the sales team has enough opportunities to realistically hit their number given historical win rates. Too low signals a likely miss; too high may indicate inflated pipeline or poor data hygiene that overstates real opportunity.
Formula
Pipeline Coverage = Total Open Pipeline Value ÷ Revenue Target for the Period. A 3x ratio means $3 of open pipeline for every $1 of quota. Typical target: 3-4x for mature sales teams.
Quota Attainment
The percentage of assigned quota that a rep, team, or company achieved in a given period — the fundamental measure of revenue performance against plan.
What it shows
Attainment distribution reveals the health of the sales team. If fewer than 50% of reps hit quota, the issue is typically quota design or market conditions, not individual performance. Tracking distribution (not just average) is essential.
Formula
Quota Attainment = Actual Revenue Closed ÷ Quota × 100. Track the full distribution — what % of reps are above 100%, 75-100%, 50-75%, and below 50% — not just the team average.
ARR
Annual Recurring Revenue — the annualised value of all active subscription contracts, normalised to a 12-month period.
What it shows
ARR is the primary measure of a subscription business's scale and trajectory. Rising ARR signals growth; declining ARR signals contraction. It is the single most-watched number by investors and board members evaluating SaaS businesses.
Formula
Sum of all active subscription MRR × 12. Or: (New ARR + Expansion ARR + Reactivation ARR) − (Churned ARR + Contracted ARR).
MRR
Monthly Recurring Revenue — the predictable monthly revenue from all active subscriptions, the most granular measure of recurring revenue momentum.
What it shows
MRR reveals month-over-month health of the subscription base. Analysing MRR movements (new, expansion, contraction, churn) shows precisely where the business is growing and where it is leaking revenue — more granular than ARR alone.
Formula
Sum of all active subscription values normalised to a monthly amount. MRR = ARR ÷ 12 for annual contracts. Monthly contracts contribute their full contracted monthly value.
Win Rate
The percentage of sales opportunities that result in a closed-won deal, measured either by deal count or by revenue value.
What it shows
Win rate reveals overall sales effectiveness and competitive positioning. Tracking win rate by segment, rep, competitor, and deal size exposes exactly where the sales motion breaks down and whether competitive displacement or qualification is the root issue.
Formula
Win Rate = Closed Won Opportunities ÷ (Closed Won + Closed Lost Opportunities) × 100. Measure separately by count and by ACV — a team can have a high count win rate but low ACV win rate if losing large deals disproportionately.
NRR
Net Revenue Retention (Net Dollar Retention / NDR) — measures the percentage of recurring revenue retained from existing customers over a period, including expansion and contraction but excluding new logo revenue.
What it shows
NRR above 100% means the existing customer base is growing without adding any new customers. It is the most scrutinised single metric by SaaS investors — the best indicator of product-market fit and long-term revenue sustainability.
Formula
NRR = (Beginning MRR + Expansion MRR − Contraction MRR − Churned MRR) ÷ Beginning MRR × 100. Measured monthly or annually over a trailing 12-month cohort.
NPS
Net Promoter Score — measures customer loyalty by asking how likely customers are to recommend the product on a 0-10 scale, segmenting respondents into Promoters (9-10), Passives (7-8), and Detractors (0-6).
What it shows
NPS serves as a leading indicator of churn and expansion. Accounts with low NPS are materially more likely to churn at renewal. Tracking NPS at the account level gives CS teams an early warning signal months before renewal to intervene proactively.
Formula
NPS = % Promoters − % Detractors. Scores range from −100 to +100. Above 50 is considered excellent; above 70 is world-class. Segment by account tier, industry, and cohort for actionable analysis.
Tech Stack
Tools that power this industry's revenue motion
Salesforce
CRMThe world's leading cloud-based CRM platform providing a comprehensive suite for managing customer relationships, sales pipelines, service operations, and marketing automation.
Used for
RevOps teams use Salesforce as the system of record for all revenue data — managing leads, contacts, accounts, opportunities, and forecasts — and as the integration hub that connects all other revenue tools.
Tableau
BI/AnalyticsAn enterprise business intelligence and data visualization platform that enables users to build interactive dashboards and reports by connecting to virtually any data source.
Used for
RevOps teams use Tableau to build executive pipeline dashboards, cohort analyses, and forecast views by connecting directly to Salesforce or warehouse data, enabling self-service analytics across revenue functions.
Marketo
Marketing AutomationAdobe Marketo Engage is an enterprise marketing automation platform for demand generation, lead management, account-based marketing, and multi-channel campaign orchestration at scale.
Used for
RevOps teams use Marketo to manage lead lifecycle definitions, build the lead scoring model that determines MQL thresholds, and ensure CRM sync logic is accurate so marketing-sourced pipeline is correctly attributed.
Snowflake
Data WarehouseA cloud-native data warehouse platform that separates storage from compute, enabling organizations to store and query massive volumes of structured and semi-structured data across multiple cloud providers.
Used for
RevOps teams use Snowflake as the central analytical layer where CRM, marketing, product, and financial data converge, enabling cross-functional revenue analytics that no single source system can provide.